Technical Service Desk (Contract)

Job Description

The role is expected to manage incidents and request from Financial Institutes, Commercial and Consumer customers that have service contract with the Client and comply to end-to-end ticket life-cycle processes. This role will be a customer Service, Service desk or Helpdesk job

Key Responsibilities

• Reporting to Service Delivery Lead 
• 24x7 shift required
• Effectively resolve enquiries from first line service desk in a considerate, accurate, and timely manner
• Manage Incident & Request life cycle
• Response and Manage Incident & Request from customers
• Manage and ensure ticket quality 
• Monitor SLAs
• Monitor and follow up pending tickets
• Decide on tickets priority upgrade/downgrade
• Comply to processes 
• Manage Incident and Service Requests and devise solutions to resolve issues, escalate to client if unable to resolve, both in compliance to response and resolution SLAs. 
• Record all problems and their solutions in the Production Log File or Ticketing Tool and ensure problems follow-up
• Monitor event & notification dashboard 
• Ensure customer KPI and SLA requirements are meet 
• Execute service and process improvements driven by Service Delivery Lead 
• Ensure quality, corrective actions and Improvements are implemented successfully 
• Review and update clients documentations including scripted solutions, work instructions templates
• Document additional Knowledge including technical processes Document, maintenance and update of user/internal manuals and FAQs 
• Manage escalation (based on defined criteria to trigger Service Delivery Lead) 
• Manage escalation from first line service desk, work closely with client or partner vendors to investigate and identify the issues and resolve the problems 
• Collaborate with the clients product development and QA teams to test new features, functions and specification changes 
• Ensure Shift handover success
• Give feedbacks to Service Delivery Lead 

Skills & Experiences

• Minimum  4-6 years of experience in providing Level 1 services (Customer Service, Service Desk or Helpdesk) in 24x7 environment.
• strong professional communication skill in both written and verbal 
• experience in ticket life-cycle management such as incident and service request management. 
• Highly analytical person to help with generating report